Centralized Service Representative

Centralized Service Representative

St. Charles Health System

Pay range: $21.86 - $29.52

Department: Patient Access Services

Reports To Position: Ambulatory Access Director or Delegate

Date Last Reviewed: October 2024

Position Overview: The Centralized Service Representative (CSR) provides telephone and digital support for patients, their representatives, and provider offices. This requires broad and comprehensive knowledge of diverse and wide-ranging scheduling protocols and procedures, including complex scheduling scenarios and patient care pathways. CSRs schedule appointments and procedures using electronic scheduling systems in adherence with varying and unique practice protocols for numerous specialty clinics. Centralized Service Representatives' home department may be a specific location that is supported by Patient Access Services, the St Charles One Call Centralized Call Center, or they may float between multiple locations.

This position does not directly manage any other caregivers.

Essential Functions and Duties:

• Responsible for accurately creating or locating patient accounts in the electronic health record system.
• Collects and records patient demographics, insurance and billing information. Performs real time eligibility for insurance benefits. Updates database and patient profiles to reflect the most current contact information.
• Responsible for processing and routing large volumes of diversified patient telephone calls accurately in accordance with department and St Charles Health System established protocols.
• Accurately schedules patient appointments and procedures across multiple service lines and specialties, following established protocols that promote positive patient experience, efficiency and standardization.
• Reviews and processes referral information to ensure accuracy in scheduling; report potential issues, clarify and/or collect any missing information and coordinate the schedules of providers, nurses, examination rooms and equipment.
• Communicates patient and provider requests and responds accurately using the appropriate procedures for contacting clinics and/or clinic staff.
• Utilizes advanced active listening skills to handle special and priority calls such as urgent and emergent conditions in accordance with St Charles Health System established protocols.
• Responds to all customer and emergency calls in a confident rapid accurate pleasant and professional manner with the ability to remain calm in emergency situations.
• Attention to detail in recording patient messages and reasons for call / appointment, and accurately transcribing that information into the electronic health record following department protocols and standards.
• Addresses, deescalates or appropriately routes patient complaints or concerns.
• Accesses and maintains all department specific files, programs and recall systems.
• Actively participates in achieving organizational and department goals.
• Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient, and accurate.
• Ability to work as part of a Care Team with providers and clinical staff.
• Supports the vision, mission, and values of the organization in all respects.
• Supports lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.
• Provides and maintains a safe environment for caregivers, patients, and guests.
• Conducts all activities with the highest standards of professionalism and confidentiality.
• Complies with all applicable laws, regulations, policies, and procedures, supporting the organization's corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.
• May perform additional duties of similar complexity within the organization, as required or assigned.

Education:

Required: High school diploma or GED.

Experience:

Required: Minimum one (1) year of paid customer service work experience.

Preferred: One (1) year of clerical support in a healthcare setting or one (1) year call center experience.

Physical Requirements:

Continually (75% or more): Use of clear and audible speaking voice and the ability to hear normal speech level.

Frequently (50%): Sitting, standing, walking, lifting 1-10 pounds, keyboard operation.

Occasionally (25%): Bending, climbing stairs, reaching overhead, carrying/pushing or pulling 1-10 pounds, grasping/squeezing.

Rarely (10%): Stooping/kneeling/crouching, lifting, carrying, pushing or pulling 11-15 pounds, operation of a motor vehicle.

Never (0%): Climbing ladder/step-stool, lifting/carrying/pushing or pulling 25-50 pounds, ability to hear whispered speech level.

Exposure to Elemental Factors

Never (0%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

No Risk for Exposure to BBP

Schedule Weekly Hours: 40

Caregiver Type: Relief

Shift: Variable

Shift Start & End Time: 8am--5pm